The EBA's recent mystery shopping exercise shows the value this tool adds to the supervisory tasks of national authorities
The European Banking Authority (EBA) published today a Report on its mystery shopping exercise into personal loans and payment accounts. The exercise confirmed that mystery shopping is a tool that adds immense value to the supervision of national competent authorities and is complementary to other more conventional tools or approaches. It delivers first-hand information about, and insight into, the conduct of financial Institutions towards consumers visiting a branch or using a digital channel.